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AvidXchange, Inc. · 5 days ago

Customer Success Manager II, Scale

Charlotte, North Carolina, United States

Full-time

Hybrid

Mid, Senior Level

2+ years exp

AvidXchange is a leading provider of accounts payable automation software and payment solutions for middle-market businesses. The Customer Success Manager, Scale is responsible for delivering meaningful outcomes across a large portfolio of customers through data-driven strategies and digital engagement, focusing on maximizing customer value, retention, and growth.

FinTechPaymentsSaaSTransaction Processing

Responsibilities

Manage a high-volume portfolio of customers (200-300) using standardized, digital-first engagement models

Execute scalable customer success programs across the customer lifecycle using digital tools, playbooks, and data insights

Leverage platforms such as Gainsight and Salesforce to deliver automated, journey-based outreach and proactively mitigate churn risk

Design and support one-to-many initiatives, including webinars, email campaigns, in-app messaging, digital communities, to drive production adoption and value creation

Collaborate cross-functionally with Marketing, Sales, Product, and Customer Communications to ensure alignment and consistency across the customer journey

Analyze customer health, product usage and behavioral data to identify trends, opportunities, and early warning signals

Gather and synthesize customer feedback through surveys and engagement touchpoints to inform product and experience improvements

Contribute to reporting and insights that demonstrate customer impact, identify growth opportunities, and refine scaled success strategies

Qualification

Customer Success ManagementSaaS ExperienceGainsightSalesforceAnalytical SkillsDigital EngagementCustomer Journey FrameworksCommunication SkillsProblem-Solving SkillsCollaboration Skills

Required

2+ years of experience in Customer Success within a SaaS environment, preferably in a scaled or digital engagement model

Strong analytical and problem-solving skills with the ability to interpret data and translate insights into action

Excellent written and verbal communication skills; with the ability to engage customers through digital channels

Experience with Gainsight, Salesforce, or similar customer success and CRM platforms

Proven ability to manage multiple priorities and thrive in a collaborative, fast-paced environment

Familiarity with the customer journey frameworks and success metrics such as adoption, retention, and expansion

A proactive customer-first mindset and passion for leveraging technology to deliver value at scale

Bachelor's degree in Business, Communications, or a related field (or equivalent experience)

Preferred

5+ years of experience in SaaS Customer Success, with a focus on scaled/digital engagement

Experience designing or optimizing digital engagement programs, automation workflows, or customer communication strategies

Benefits

18 days PTO*

11 Holidays (8 company recognized & 3 floating holidays)

16 hours per year of paid Volunteer Time Off (VTO)

Competitive Healthcare

High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage

100% AvidXchange paid Dental Base Plan Coverage

100% AvidXchange paid Life Insurance

100% AvidXchange paid Long-Term Disability

100% AvidXchange paid Short-Term Disability

Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents

Onsite Health Clinic with Atrium Health - available to Teammates and their eligible dependents

401(k) Match: 100% match on the first 3% of your salary, plus 50% match on the next 2%

Parental Leave: 8 weeks 100% paid by AvidXchange**

Discounts on Pet, Home, and Auto insurance

WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centers

Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more

Onsite gym fitness center, yoga studio, and basketball court

Tuition Reimbursement up to the federal maximum of $5,250***

Hybrid Workplace Flexibility

Free parking